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On Ariba Network, trading partners from more than 3.6 million businesses, operating in more than 190 countries, discover new opportunities, collaborate on transactions, and deepen their relationships.\r\n\r"},"eventUrl":"","translationId":4975,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":73,"title":"SCM - Supply Chain Management","alias":"scm-supply-chain-management","description":"<span style=\"font-weight: bold; \"><span style=\"font-weight: bold; \">SCM</span> (Supply Chain Management)&nbsp;</span> is the management of the flow of goods and services and includes all processes that transform raw materials into final products. It involves the active streamlining of a business's supply-side activities to maximize customer value and gain a competitive advantage in the marketplace.\r\nSCM represents an effort by suppliers to <span style=\"font-weight: bold; \">develop and implement supply chains</span> that are as efficient and economical as possible. Supply chain management system covers everything from production to product development to the information systems needed to direct these undertakings.\r\nTypically, supply chain management solutions attempt to centrally control or link the production, shipment, and distribution of a product. By chain management process, companies are able to cut excess costs and deliver products to the consumer faster. This is done by keeping tighter <span style=\"font-weight: bold; \">control of internal inventories, internal production, distribution, sales, and the inventories of company vendors.</span>\r\n<span style=\"font-weight: bold; \">Supply chain strategy</span> is based on the idea that nearly every product that comes to market results from the efforts of various organizations that make up a supply chain. Although supply chains have existed for ages, most companies have only recently paid attention to them as a value-add to their operations.\r\nIn traditional supply chain management the supply chain manager coordinates the <span style=\"font-weight: bold; \">logistics </span>of all <span style=\"font-weight: bold; \">aspects of the supply chain</span> which consists of five parts: 1) <span style=\"font-weight: bold;\">the plan</span> or <span style=\"font-weight: bold;\">strategy</span>; 2) <span style=\"font-weight: bold;\">the source</span> (of raw materials or services); 3) <span style=\"font-weight: bold;\">manufacturing</span> (focused on productivity and efficiency); 4) <span style=\"font-weight: bold;\">delivery</span> and <span style=\"font-weight: bold;\">logistics</span>; 5) <span style=\"font-weight: bold;\">the return system </span>(for defective or unwanted products). \r\nImprovements in productivity and efficiency go straight to the bottom line of a company and have a real and lasting impact. Good supply chain management keeps companies out of the headlines and away from expensive recalls and lawsuits.\r\nTechnology is critical in managing today's supply chains, and every major supply chain management process has a software category dedicated to it. Most vendors of ERP suites offer digital SCM, and there are thousands of niche vendors. Besides managing specific processes, <span style=\"font-weight: bold; \">supply chain management network software </span>has an important role to play in tying together the people, processes, and systems that participate in the supply chain. \r\nOther commonly used supply chain management includes:\r\n<ul><li>a transportation management system (TMS) for managing the transport and storage of goods, especially across global supply chains;</li><li>a warehouse management system (WMS) for all of the activities inside warehouses and distribution centers; and</li><li>an order management system, to handle processing of customer orders through WMS, ERP and TMS systems, at all stages of the supply chain.</li></ul>\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the different types of supply chain strategies?</h1>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;efficient&quot; supply chain model</span></li></ul>\r\nThe efficient supply chain strategy is best suited to industries that are characterized by intense market competition, with several competitors fighting for the same group of customers who may not perceive major differences in their value proposals. In effect, competition is virtually always based almost solely on price.\r\n<span style=\"font-style: italic; \">This supply chain model is well suited for businesses with commoditized products, such as cement and steel.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;fast&quot; supply chain model</span></li></ul>\r\nThe fast supply chain is best for companies that produce trendy products with a short lifecycle. From the customer's perspective, the main difference among competitors' value proposals is how well they are able to update product portfolios in accordance with the latest trends. This focuses competition in the market on manufacturers' ability to continuously develop new products they can sell at an affordable price. \r\n<span style=\"font-style: italic; \">Examples of companies that benefit from this supply chain model include those that engage in catalogue sales.</span><span style=\"font-style: italic; \">It's also appropriate for retailers that sell trendy apparel and whose customers tend to visit stores monthly. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;continuous-flow&quot; supply chain model</span></li></ul>\r\nThe main features of the continuous-flow supply chain model are supply and demand stability, with processes scheduled in such a way as to ensure a steady cadence and continuous flow of information and products. This model typically is for a very mature supply chain with a customer demand profile that has little variation. Consequently, the production workload can match demand through a continuous-replenishment model based on a &quot;make to stock&quot; decoupling point, where production is scheduled to replenish predefined stock levels based on a specified reorder point for inventory in the production cycle. \r\n<span style=\"font-style: italic; \">This supply chain process typically works well for businesses with short-shelf-life products, such as dairy products and bread. It is also suitable for manufacturers of intermediate products.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;agile&quot; supply chain model</span></li></ul>\r\nThe agile type of supply chain is useful for companies that manufacture products under unique specifications for each customer. This is typically seen in industries that are characterized by unpredictable demand. They use a &quot;make to order&quot; decoupling point, producing the item after receiving the customer's purchase order to avoid manufacturing products that have no certainty of future sales.\r\n<span style=\"font-style: italic; \">This strategy is useful for industries where the company's value proposal is oriented toward offering products &quot;on demand&quot; and with a high service level, such as packaging, chemical specialties, and metal machining services, among others.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;custom-configured&quot; supply chain model</span></li></ul>\r\nThe custom-configured supply chain model is characterized by a high degree of relevance of the cost of assets to the total cost, and multiple (potentially unlimited) configurations of the finished product on a unique platform. Competitive positioning is founded on offering a unique configuration of the finished product according to the end consumer's needs. \r\n<span style=\"font-style: italic; \">One example of where this supply chain strategy makes sense is the assembly of personalized products, such as computers and vehicles. Another example is in the paper manufacturing industry, where the decoupling point occurs after the manufacture of the big paper rolls, and the products are customized in the cutting and packaging process. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;flexible&quot; supply chain</span></li></ul>\r\nIt is suited for companies that must meet unexpected demand and therefore are faced with high demand peaks and long periods of low workload. This supply chain model is characterized by adaptability, which is the capability to reconfigure internal processes in order to meet a customer's specific need or solve a customer's problem. This model typically is used by service companies that focus on handling unexpected situations, perhaps even including emergencies. \r\n<span style=\"font-style: italic; \">A typical example of this type of supply chain can be found in companies that provide metalworking and machining services for the manufacture of spare parts for industrial customers. </span>\r\n\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SCM_-_Supply_Chain_Management__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[{"id":217,"title":"Ukraine","name":"UKR"}],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":5,"title":"Enhance Staff Productivity"},{"id":7,"title":"Improve Customer Service"},{"id":254,"title":"Centralize management"},{"id":261,"title":"Support Financial Management"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":180,"title":"Inability to forecast execution timelines"},{"id":334,"title":"Poor timing of management decision making"},{"id":340,"title":"Low quality of customer service"},{"id":350,"title":"No monitoring of corporate IT processes"},{"id":356,"title":"High costs of routine operations"},{"id":370,"title":"No automated business processes"},{"id":373,"title":"IT infrastructure does not meet business tasks"},{"id":378,"title":"Low employee productivity"},{"id":395,"title":"Decentralization of management"},{"id":398,"title":"Poor communication and coordination among staff"}]}},"categories":[{"id":73,"title":"SCM - Supply Chain Management","alias":"scm-supply-chain-management","description":"<span style=\"font-weight: bold; \"><span style=\"font-weight: bold; \">SCM</span> (Supply Chain Management)&nbsp;</span> is the management of the flow of goods and services and includes all processes that transform raw materials into final products. It involves the active streamlining of a business's supply-side activities to maximize customer value and gain a competitive advantage in the marketplace.\r\nSCM represents an effort by suppliers to <span style=\"font-weight: bold; \">develop and implement supply chains</span> that are as efficient and economical as possible. Supply chain management system covers everything from production to product development to the information systems needed to direct these undertakings.\r\nTypically, supply chain management solutions attempt to centrally control or link the production, shipment, and distribution of a product. By chain management process, companies are able to cut excess costs and deliver products to the consumer faster. This is done by keeping tighter <span style=\"font-weight: bold; \">control of internal inventories, internal production, distribution, sales, and the inventories of company vendors.</span>\r\n<span style=\"font-weight: bold; \">Supply chain strategy</span> is based on the idea that nearly every product that comes to market results from the efforts of various organizations that make up a supply chain. Although supply chains have existed for ages, most companies have only recently paid attention to them as a value-add to their operations.\r\nIn traditional supply chain management the supply chain manager coordinates the <span style=\"font-weight: bold; \">logistics </span>of all <span style=\"font-weight: bold; \">aspects of the supply chain</span> which consists of five parts: 1) <span style=\"font-weight: bold;\">the plan</span> or <span style=\"font-weight: bold;\">strategy</span>; 2) <span style=\"font-weight: bold;\">the source</span> (of raw materials or services); 3) <span style=\"font-weight: bold;\">manufacturing</span> (focused on productivity and efficiency); 4) <span style=\"font-weight: bold;\">delivery</span> and <span style=\"font-weight: bold;\">logistics</span>; 5) <span style=\"font-weight: bold;\">the return system </span>(for defective or unwanted products). \r\nImprovements in productivity and efficiency go straight to the bottom line of a company and have a real and lasting impact. Good supply chain management keeps companies out of the headlines and away from expensive recalls and lawsuits.\r\nTechnology is critical in managing today's supply chains, and every major supply chain management process has a software category dedicated to it. Most vendors of ERP suites offer digital SCM, and there are thousands of niche vendors. Besides managing specific processes, <span style=\"font-weight: bold; \">supply chain management network software </span>has an important role to play in tying together the people, processes, and systems that participate in the supply chain. \r\nOther commonly used supply chain management includes:\r\n<ul><li>a transportation management system (TMS) for managing the transport and storage of goods, especially across global supply chains;</li><li>a warehouse management system (WMS) for all of the activities inside warehouses and distribution centers; and</li><li>an order management system, to handle processing of customer orders through WMS, ERP and TMS systems, at all stages of the supply chain.</li></ul>\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> What are the different types of supply chain strategies?</h1>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;efficient&quot; supply chain model</span></li></ul>\r\nThe efficient supply chain strategy is best suited to industries that are characterized by intense market competition, with several competitors fighting for the same group of customers who may not perceive major differences in their value proposals. In effect, competition is virtually always based almost solely on price.\r\n<span style=\"font-style: italic; \">This supply chain model is well suited for businesses with commoditized products, such as cement and steel.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;fast&quot; supply chain model</span></li></ul>\r\nThe fast supply chain is best for companies that produce trendy products with a short lifecycle. From the customer's perspective, the main difference among competitors' value proposals is how well they are able to update product portfolios in accordance with the latest trends. This focuses competition in the market on manufacturers' ability to continuously develop new products they can sell at an affordable price. \r\n<span style=\"font-style: italic; \">Examples of companies that benefit from this supply chain model include those that engage in catalogue sales.</span><span style=\"font-style: italic; \">It's also appropriate for retailers that sell trendy apparel and whose customers tend to visit stores monthly. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;continuous-flow&quot; supply chain model</span></li></ul>\r\nThe main features of the continuous-flow supply chain model are supply and demand stability, with processes scheduled in such a way as to ensure a steady cadence and continuous flow of information and products. This model typically is for a very mature supply chain with a customer demand profile that has little variation. Consequently, the production workload can match demand through a continuous-replenishment model based on a &quot;make to stock&quot; decoupling point, where production is scheduled to replenish predefined stock levels based on a specified reorder point for inventory in the production cycle. \r\n<span style=\"font-style: italic; \">This supply chain process typically works well for businesses with short-shelf-life products, such as dairy products and bread. It is also suitable for manufacturers of intermediate products.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;agile&quot; supply chain model</span></li></ul>\r\nThe agile type of supply chain is useful for companies that manufacture products under unique specifications for each customer. This is typically seen in industries that are characterized by unpredictable demand. They use a &quot;make to order&quot; decoupling point, producing the item after receiving the customer's purchase order to avoid manufacturing products that have no certainty of future sales.\r\n<span style=\"font-style: italic; \">This strategy is useful for industries where the company's value proposal is oriented toward offering products &quot;on demand&quot; and with a high service level, such as packaging, chemical specialties, and metal machining services, among others.</span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;custom-configured&quot; supply chain model</span></li></ul>\r\nThe custom-configured supply chain model is characterized by a high degree of relevance of the cost of assets to the total cost, and multiple (potentially unlimited) configurations of the finished product on a unique platform. Competitive positioning is founded on offering a unique configuration of the finished product according to the end consumer's needs. \r\n<span style=\"font-style: italic; \">One example of where this supply chain strategy makes sense is the assembly of personalized products, such as computers and vehicles. Another example is in the paper manufacturing industry, where the decoupling point occurs after the manufacture of the big paper rolls, and the products are customized in the cutting and packaging process. </span>\r\n<ul><li><span style=\"font-weight: bold; \">The &quot;flexible&quot; supply chain</span></li></ul>\r\nIt is suited for companies that must meet unexpected demand and therefore are faced with high demand peaks and long periods of low workload. This supply chain model is characterized by adaptability, which is the capability to reconfigure internal processes in order to meet a customer's specific need or solve a customer's problem. This model typically is used by service companies that focus on handling unexpected situations, perhaps even including emergencies. \r\n<span style=\"font-style: italic; \">A typical example of this type of supply chain can be found in companies that provide metalworking and machining services for the manufacture of spare parts for industrial customers. </span>\r\n\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SCM_-_Supply_Chain_Management__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"additionalInfo":{"budgetNotExceeded":"-1","functionallyTaskAssignment":"-1","projectWasPut":"-1","price":0,"source":{"url":"","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}],"userImplementationsCount":1,"supplierImplementationsCount":0,"vendorImplementationsCount":0,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"branches":"Wholesale and retail trade","companyUrl":"https://www.auchan-retail.com/","countryCodes":["ARE","CHN","DZA","ESP","FRA","HUN","ITA","LUX","MRT","POL","PRT","ROU","SEN","TJK","TUN","TWN","VNM"],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Auchan","keywords":"world, principal, distribution, count, presence, with, groups, France","description":"Groupe Auchan SA is a French international retail group and multinational corporation headquartered in Croix, France. 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